Workplace Experience Ambassador

Job Title: Workplace Experience Ambassador

Reports To: Workplace Experience Ambassador will report to the Workplace Experience Manager or equivalent leadership.

 

Job Overview:

The Workplace Experience Ambassador will help to elevate the office experience by providing personalized, client centric services and administrative support for a very fast-paced and demanding law firm. The individual will be assigned floor(s) provide coverage as needed on other floors and work proactively with including firms' attorneys, Senior Team Leads, Practice Assistants, to provide general office support and dispatch requests for Business Services, Concierge and Hospitality Services. This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications. This person is the warm welcome and fond farewell, creating memorable experiences for our client and clients’ guests.

 

Duties and Responsibilities:

Pre-Arrival Coordination:

• Collaborate with the Senior Team Lead (after STL sends out the introduction to corresponding city office email stating that your Floor Ambassador will be reaching out). Prepare the visiting attorney's office, including a nameplate indicating their name depending on the location.
• Confirm information for visitor’s day in the office with Senior Team Lead and/or concierge to anticipate and prepare for specific needs.
• Provide amenity kits, including beverage and snack services, tailored to the specific location where applicable refresh as necessary.
• Willingness to go the extra mile to ensure a positive experience for visiting clients/attorneys.
• Anticipating and exceeding client needs.
• Personalized client recognition and special amenities.
• Solicit and gather feedback from clients to continuously improve the client experience and services from the STL.
• Analyze feedback data to implement improvements and enhance client satisfaction.

Client Engagement and Visitor Experience:

• Extend warm and professional greetings to clients, attorneys, and guests, setting a positive tone for their visit.
• Cultivate positive relationships by understanding and catering to the unique needs and preferences of clients.
• Proactively engage with visitors, offering assistance to ensure their continuous comfort and satisfaction throughout their visit.

• Create, update, and maintain a client preference profile book for personalized and attentive service Share with concierge.
• Replenish the hospitality tray amenities as needed.
• Upon request provide informative floor/office tours for Law Firm’s Guests, ensuring they can navigate the visiting office with ease.
• Offer to facilitate to scan receipts daily from visiting Law Firm’s attorneys for scanning and forwarding to the assigned STL/PA.
• Extend a friendly and professional welcome to visiting attorneys, creating a positive and inviting atmosphere.
• Foster positive relationships with visiting attorneys, understanding their distinctive needs and preferences.

Office Services Coordination:

• Meet and greet visiting clients and guests on day one of their arrival time and escort to their office or workstation when the opportunity is there.
• Act as the central point of contact for Law Firm’s visiting attorneys and associates, managing their requests and coordinating numerous services efficiently.
• Monitor and maintain client service requests, ensuring timely follow-up and resolution.

Workspace Management:

• Perform regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.
• Ensure all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy. Troubleshoot printer errors and report to Office Operations Manager.
• Ensure common areas are neat, organized, and welcoming, including the reception area and client lounges.
• Monitor and restock supplies, such as beverages and reading materials, and ensure a well-maintained ambiance within the visiting space.
• Hand delivery of office supplies to client desks.
• Provide clients support for document scanning.
• Ensure cleanliness, organization, and well-stocked supplies in common areas managed by SPS employees.
• Coordinate necessary cleaning and maintenance services while directing all issues through the appropriate channels.

Mail Handling:

• Handle incoming and outgoing mail, ensuring it is processed accurately and efficiently.
• Manage couri